Nine Keys to World-Class Business Process Outsourcing

Business & Finance, Human Resources & Personnel Management, Organizational Behavior, Management & Leadership, Planning & Forecasting
Cover of the book Nine Keys to World-Class Business Process Outsourcing by Professor Mary Lacity, Professor Leslie Willcocks, Bloomsbury Publishing
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Author: Professor Mary Lacity, Professor Leslie Willcocks ISBN: 9781472918499
Publisher: Bloomsbury Publishing Publication: April 23, 2015
Imprint: Bloomsbury Information Language: English
Author: Professor Mary Lacity, Professor Leslie Willcocks
ISBN: 9781472918499
Publisher: Bloomsbury Publishing
Publication: April 23, 2015
Imprint: Bloomsbury Information
Language: English

Business Process Outsourcing (BPO)-the sourcing of business services through external third parties-is a global phenomenon, which generated nearly $300 billion worldwide in 2012. BPO is highly IT-enabled, and on a growth trajectory that impacts across functions of major, medium and small enterprises, including procurement, human resources, accounting and finance, sales, marketing, legal, asset management and key administrative processes.
Despite this size and spread, BPO services and the ability of clients to manage their providers, are still evolving and have a mixed record. In the course of their research, the authors have found only 20% of outsourcing arrangements are world-class performers. A further 25% are 'good', 40% are 'OK' and 15% are 'poor'.
This book pinpoints and describes in detail the effective practices that characterize the top global BPO performers, including Microsoft, BP, EMC and TalkTalk. The authors provide case illustrations and examples throughout of how world-class practices were generated and evolved, and how they can be applied to real life settings and problem areas.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

Business Process Outsourcing (BPO)-the sourcing of business services through external third parties-is a global phenomenon, which generated nearly $300 billion worldwide in 2012. BPO is highly IT-enabled, and on a growth trajectory that impacts across functions of major, medium and small enterprises, including procurement, human resources, accounting and finance, sales, marketing, legal, asset management and key administrative processes.
Despite this size and spread, BPO services and the ability of clients to manage their providers, are still evolving and have a mixed record. In the course of their research, the authors have found only 20% of outsourcing arrangements are world-class performers. A further 25% are 'good', 40% are 'OK' and 15% are 'poor'.
This book pinpoints and describes in detail the effective practices that characterize the top global BPO performers, including Microsoft, BP, EMC and TalkTalk. The authors provide case illustrations and examples throughout of how world-class practices were generated and evolved, and how they can be applied to real life settings and problem areas.

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